OT: Angiodynamics problem solved

Extracted from my cancer thread; I thought this problem needs to be addressed separately

"I have been trying to contact Angiodynamics, the manufacturer of my
implanted IV catheter, because the silicone wristband included in the
patient packet is nearly 99% illegible. Since this band supplies (or did)
vital information to emergency medical personnel,
I would feel safer with one that can actually be READ.
Consequently, I first called my surgeon's office--(they are trying.)
I emailed Angiodynamics, but now am trying to phone the customer assistance line.
EDIT:
I was on hold for over 42 minutes before I gave up and phoned my surgeon's secretary.
Just thought I'd share this bit of truth about customer care."

On Friday, new years eve, I received a replacement bracelet from the hospital.
I phoned my surgeon's right hand woman to thank her;
and she said they took it out of a kit--leaving the port sealed and usable.
Angiodynamics never got back to them, either.
I plan to try again this week; but if anyone has a suggestion how else to
shake some sense into these nincompoops, please share.
EDIT 2:
Apologies; Apparently, I picked the worst possible time to take care of this problem.
They did get back to me; and the hospital sent me a replacement bracelet.

chunkyfrog wrote: ↑

Mon Jan 03, 2022 8:18 pm

I was on hold for over 42 minutes ...
Just thought I'd share this bit of truth about customer care."

Of course it's most annoying to be on hold for 42 minutes. However, please consider that many of their staff could be sick with Omicron and not be at work. As you probably know, 15,000 flights were cancelled bc many pilots/etc., were out sick. People have been sitting in the airports for days; that includes children. Heavy snow in certain areas of the country have left people stranded in their vehicles for six/seven hours. And the fires at this time of the year; those people no longer have homes and it's freezing where they are.

And God bless our essential workers... nurses, doctors, grocery store clerks, restaurant servers and more, they deserve thanks a million times over. When we venture out, which is seldom these days, we always hear people shouting or complaining about something or other. This is a time for kindness, patience and understanding and yes, I realize that for some people (for different reasons) that's so much easier said than done.

My surgeon's nurse was at least as frustrated as I, and she is a professional.
Angiodynamics is a MEDICAL EQUIPMENT COMPANY, probably the very last place
that should allow such a casual approach to product safety, and customer service.
I have considered the holiday, and the likelihood of short staff for any reasons.
I am planning to attempt a call yet today; and repeat as often as necessary,
until a live person answers the phone.
At that point, I hope I am able to be civil.
EDIT: I did call--this time caught the voice mail, and left my name and number,
plus my message about the vanished printing.
And the fact that the surgery dept. took a fresh band out of a kit--for my safety.
My situation is no longer urgent, but they need to know that their band
could be a hazard to others.

UPDATE: A rep from Angiodynamics called me today.
Normally, a call from a patient gets a new band quickly sent to them.
There was no reply to my email; and no phone answer on a day they claimed to be open.
I thanked her, and called my surgeon's PA to let her know that they are
checking voicemail, in case the surgery dept. needs to replace the band they gave me.
I was very nice; though I wondered what was going on last week;
as they were only closed the 24th, 25th, and 31st.
The rep who called was in NYC, working from home.
I do get a picture of how that goes.
At least info could get back to the "suits", who might be able to free up resources,
so they can better do the job that is needed.

If you don't get a new band quickly, just call and call until you do get it. I know it's a pain, but that seems to be how it works with most companies right now. If you don't keep after them nothing gets done.

Deborah K. wrote: ↑

Wed Jan 05, 2022 10:18 pm

If you don't get a new band quickly, just call and call until you do get it. I know it's a pain, but that seems to be how it works with most companies right now. If you don't keep after them nothing gets done.

I already got mine. My surgeon's PA contacted the surgery department
next door to the office--and they pulled a band out of a kit,
without breaking the seal on the bundled port.
I got it in the mail Friday.
At my appointment tomorrow, I will share the phone number (518) 798-1215)
with the oncology staff, along with directions to leave a voice message.--
which gets a response quickly if it is not a holiday.

"I already got mine. My surgeon's PA contacted the surgery department
next door to the office--and they pulled a band out of a kit,
without breaking the seal on the bundled port.
I got it in the mail Friday.
At my appointment tomorrow, I will share the phone number (518) 798-1215)
with the oncology staff, along with directions to leave a voice message.--
which gets a response quickly if it is not a holiday."

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Good work!